How to get employee smarts and energy to work for the greater good, committing to delivering unmatched experiences.
I like that when our three founders created their vision for Centric Consulting, the aspirational nature on delivering unmatched experiences was just as vital to their idea of success as it was to closing their first deal and seeing profits increase.
It’s easy for me to think this way because after 15 years in business, the idea of “unmatched experiences” – or UMCX as we call it internally – still serves as the backbone of our drive for delivering excellence.
We use UMCX in two ways: Creating unmatched experiences for your colleagues at work and creating unmatched experiences for our clients. That’s easy to understand.
What becomes more difficult is landing on what constitutes as unmatched and how to create it. Luckily, we have a culture that’s brimming with people who know exactly how to add ideas and energy toward this vision and they do it without even thinking (great hiring, team!).
How To Create an Unmatched Experiences-Driven Organization
So how do you create an UMCX-driven organization? Here are a handful of thoughts to get you started:
1. Be available.
Yes, that should be more than easy in our always-on world, and yet we can all say, at some point in our career, that’s not the case. This kind of available is the kind that people remember, though, and that helps build your case on unmatched experiences.
Answer your phone when you can, return emails and text messages promptly, and when you’re with your clients, be truly present to their needs.
When it’s easy and convenient to work with you, that brand earns you the right to more conversations around earning more work.
2. Learn from all experiences.
When thinking about a competitive business situation, it’s human nature to only think of those in the market or industry in which you compete.
In business today, one could argue each and every experience you have is competition to the experience you want to create, whether that company is in your industry or not.
You have likely read glowing remarks about companies who thrive on customer service success (think Nordstrom, Zappos). Guess what? Those experiences raise the bar for what’s expected out of your company’s experience, whether you like it or not.
Your competition is anyone your client has experienced as “good.” Learn from your own experiences and adapt your company’s level to maintain a high bar.
3. Be above average all the time.
Maybe that sounds lame, but actually think about what it means.
If your experience is above average all of the time, that’s a good experience!
It’s possibly not realistic in your company to preach perfection, consistently going above and beyond each time, each day. That’s exhausting and not sustainable. Find what is sustainable in your company and incrementally notch it up to be above average all of the time.
4. Foster delivery excellence.
It would be difficult to create unmatched experiences without consistently delivering solid work results – let’s be honest.
Make sure your processes are efficient and your team is set up to succeed in this area, above all else. You’re expected to do great work, deliver on time, and be professional… as is everyone else in this world.
Make sure this one is so solid that it’s second nature so you can focus your efforts on the extras that give those working with you an unmatched experience.
5. Have an attitude of gratitude.
Psychologists have long professed that a grateful attitude leads to all kinds of goodness in your life – creating better relationships, boosting sleep, and increasing your mental strength to name a few.
Personally, I love handwritten thank you notes and they have been a staple in my life for as long as I can remember.
Finding your own way to cultivate thanks in your life – and your clients – are two paths sure to enhance your life in ways you cannot yet imagine.
6. You’re never done.
Creating unmatched experiences is ongoing work. It’s constant and it’s purpose-driven.
Create a culture where this is known, so your team doesn’t think once the box is checked it’s done. You want the idea to constantly be alive and thriving.
Even when the project is “done,” keeping in contact with your client is ongoing. Being helpful by sending articles that you know support their goals or helping them recruit for an open role on their team can go a long way to building your relationship and continuing your work to create unmatched experiences.
As you look to adopt these ideas into your practice or company, be mindful that you likely have some of these elements hard at work today. You simply need to pay attention.
Praise the good actions and efforts you’re seeing from your team and show your gratitude for their style. Once you have decided on which ideas best fit your company’s culture, layer in support for helping your people deliver on these ideas.
Success will come, as you see the entire culture will shift to creating unmatched experiences for your company, too.